The Support CSOs are scheduled to spend 4 days manning the support desks and 1 day on personal development as long as another person is available to cover. AT support office is only manned from 2 - 4 pm during term time.

50% of the Senior CSOs time is allocated to support backup. When on Forum backup, they are expected to work at the support area on level 2. The rest of their time is spent on Unit work where they will not be expected to provide support cover except in exceptional circumstances.

Note: The person listed under the 'who' column will not necessarily carry out the task but is responsible for ensuring that the task is carried out.

task details who whenSorted ascending
check RT support queue Respond to tickets in a timely manner, passing on to other Units where appropriate - the current RT Best Practice document will be revamped shortly once we upgrade to RT4 frontline desk  
Staff rota Prepare the rota which is sent out weekly
Arrange appropriate cover when staff are unavailable.
restore requests Respond to user file restore requests by following restore procedure Jennifer ad hoc
Video Recording Support Organising, maintaining equipment, editing/uploading videos Ross ad hoc
account archiving ensure expired accounts are archived Lindsey ad-hoc
account creation This is substantially automated and staff/students can print password details using the portal
Visitor password details still need to be printed out and passed to the sponsor.
Jennifer as required
account management adding/removing roles
managing quota
Jennifer as required
AFS groups Create/Maintain AFS groups space Ross as required
Check toner stock (using Scott's info. page)   as required
CO clinics Arrange monthly CO clinics:
Email COs with possible dates and ask Units to nominate representative
Email staff + PhDs with details at least one week before
On the day, identify which Unit is best to answer user queries and contact CO
  as required
desktop installs and upgrades liaise with User Support Manager on deadlines for annual desktop replacements
Distribute workload amongst team
Liaise with User Support Manager on schedule for O/S upgrades
Distribute workload amongst team
Identify any potential problems with the upgrade and notify User Support Manager
Respond to RT tickets for new staff/student/visitor machines and notify User Support Manager of any issues.
Use sql scripts to query orders database to identify machines to be replaced
Carol as required
Exam preparation liaising with ISS regarding exam dates, times and room(s) to be used.
Follow procedure for timescales regarding when exam papers are due and arrange test with lecturer/TA.
Arrange physical check of lab machines in advance of the exam and fix any problems
Organise other CSO help for exam day if required.
Richard as required
ISSRT configuration Respond to RT tickets regarding ISSRT configuration
Pass to RAT where appropriate
Richard as required
Lecture recording Providing support Ross as required
Mac support Provide support for macs Ross as required
Mail list creation Although many lists are automatically generated, users may request lists which require manual setup Jennifer as required
MDP issues General MDP support/upgrade although MDPs generally supported by IS
Provide initial support for admin staff, referring to IS where necessary.
Lindsey as required
Ordering toner non-Canon   as required
respond to nagios warnings Nagios messages go out to us-unit so anyone can potentially respond.
Desktop warnings (i.e. lectern machines) should be dealt with promptly by Frontline Desk.
Server warnings need to be investigated immediately by Senior CSO.
problem should be acknowledged in nagios if appropriate and depending on severity, contact User Support Manager.
Richard/Ross as required
US unit server maintenance includes reboots/installation etc.
Check weekly emails sent by Stephen to identify server issues/required reboots and arrange schedule with affected users
Arrange schedule and deadline of O/S upgrades with User Support Manager
Advise users of any planned downtime
Amend alert page and disruption page
Install DICE servers for users, liaising where appropriate with User Support Manager.
Richard as required
CSBE support provide support for CSBE users   as specified in SLA
check backup report confirm that nightly backup has completed successfully
This involves checking the backup report which is mailed daily.
In particular, check under 'lastbackup' section for any partitions that have not been backed up in the last 24 hours (excluding self-managed partitions) and also for any CORRUPT volumes or DRIVE IDENT errors
If any exist, report this to User Support Manager
If backup report hasn't been mailed by 13:00, notify User Support Manager
to be decided but will probably need change to tibs.conf daily
check mirror logs confirm that mirroring is successful
check that the mirrors of the docproj sites and RT have mirrored successfully
Notify User Support Manager if any errors
check printer status email is sent half-hourly giving notification of possible stuck jobs.
Any issues should be investigated as soon as possible
Technical problems that cannot be resolved by us should be reported to the technicians
Other issues that cannot be resolved should be passed to User Support Manager
Frontline desk daily
check tape status ensure tape library has sufficient blank tapes
An email is sent at 09:00 showing the number of blank tapes. This shouldn't fall below 20.
Follow procedure for recycling tapes - this will be further automated but requires input from Teradactyl.
Frontline desk daily
Locking server room   Jennifer daily
Lab checks All lab machines should be checked regularly
The profile page should be checked daily to identify any profile issues.
The lab machines should be given a weekly physical check and more frequent checks during busy periods
Testing release e-mail notification Carol Monday
Laptop audit All School-bought laptops/tablets/portable devices need to be identified and tagged with a barcode.
Serial number, barcode, allocated and machine name need to be collected and recorded.
Work to be divided up within the team.
Carol Ongoing
AV checks carry out routine maintenance checks
This used to be done by the student helpers. Nagios monitoring provides some level of warning of issues
profile checks Stephen's Monday emails needs to be checked and any issues with US managed machines resolved   weekly
release testing perform tests on all necessary platforms, normally on a Monday
Log any issues in bugzilla and inform MPU when task complete
Richard weekly (Monday)

-- AlisonDownie - 30 Aug 2010

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Topic revision: r38 - 09 Jan 2014 - 09:37:42 - LindseyBrown
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